Charles Walter Liu Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

Development of B2B business generation activities with the Open Doors Innovation Hub, supporting strategic decision-makers in their innovation journeys within companies.

Sao Paulo, Brazil

Key responsibilities and Achievements:Responsible for managing Customer Service teams.Led a team of 6 coordinators and 120 associates, overseeing the operational management and engagement of over 600 customer service employees.Implemented engagement initiatives that raised employee satisfaction to 96% and reduced turnover to 1.2%, exceeding internal targets.Collaborated with Capacity Planning and Quality teams to review trends and implement improvements, ensuring operational excellence.

São Paulo

Key responsibilities and Achievements:Accountable for overseeing Customer Service, encompassing the whole Order To Cash process. Leadership of three direct supervisors and 42 indirect analysts.Completed a full restructuring of the customer service department, resulting in an 8% increase in revenue and an 85% reduction in finished goods inventory.Implemented tools such as Tableau and Power BI to monitor performance and productivity, significantly improving operational efficiency.Reduced employee turnover from 30% to 0% within the first year.

São Paulo

Key responsibilities and Achievements:Responsible for managing Sales, Customer Service, Technical Support, and Marketing for Brazil, accountable for the P&L of the business unit.Led a team of six direct coordinators and 115 indirect employees.Increased average annual EBITDA by 10%, driving initiatives that boosted customer satisfaction from 70% to 93%.Trained sales teams, resulting in a 21% annual revenue growth for three consecutive years.Oversaw financial management (P&L) and process optimization in after-sales and service operations.

Guarulhos

Key responsibilities and Achievements:Responsible for managing Sales, Marketing, Customer Service, Technical Support, and Operations across the South America region.Led a team of 3 direct coordinators and 80 indirect employees.Implemented market entry strategies that resulted in a 31% increase in annual EBITDA.Reduced failure rates by 847 basis points, improving product reliability and production processes.

São Paulo

Key responsibilities and Achievements:Responsible for managing Sales, Marketing, Customer Service, and Technical Support for robotic solutions.Led a team of 6 direct coordinators and 75 indirect employees.Increased EBITDA by 350% over three years and achieved 17% annual sales growth.Reduced obsolete inventory by 83%, optimizing resource utilization and improving the operational efficiency of the after-sales department.Oversaw financial management (P&L) and process optimization in after-sales and service operations.Positioned the Robotics After-Sales division in Brazil as the global leader in revenue and profitability, recognized at ABB’s global event.

São Paulo

Reporting to the After-Sales Manager, leading a team of seven employees. Responsible for the sales of parts, services, and training for ABB robots. Managed the sales team in the robotics service area, developing and implementing plans and strategies to exceed the monthly business targets, aligning them with corporate objectives. Conducted market analyses to identify trends and opportunities, developing new business and expanding the company's market share, resulting in a 21% increase in revenue and a 15% increase in profitability annually. Led weekly sales follow-up meetings, analyzing key performance indicators such as conversion rates, number of visits, number of opportunities identified, profitability, SWOT analyses, and visit reports. Controlled the opportunity pipeline, identifying areas for improvement and growth opportunities, developing action plans for sales representatives who were not meeting expected results, and offering coaching sessions and individualized follow-ups. Actively participated in negotiation visits with strategic clients, providing support and guidance to close important deals, significantly contributing to the increase in market share and share of wallet.

São Paulo

As an Account Manager at ABB, I accumulated years of experience in external sales, consistently exceeding sales targets through client engagement strategies, recovering former clients, and increasing sales with existing clients through upselling and cross-selling, always surpassing my sales quotas and demonstrating my ability to deliver tangible results. My focus was on selling industrial automation solutions and projects involving highly complex technical products. I have a strong understanding of the value proposition for end users, adapting my sales approach to meet the specific needs of each client. My business acumen allowed me to successfully negotiate at various decision-making levels, from senior management to technical support, ensuring that all stakeholders were aligned with commercial objectives. With effective communication skills, both oral and written, I was able to build solid relationships with clients and business partners, facilitating mutual understanding and collaboration to achieve positive results.

São Paulo

Management of whole maintenance team responsible for the maintain refrigerator and post mix machines at customer site.

Postgraduate Degree, Business Administration And Management, General

Management Development Program

Post Graduation Course, Business Administration

Graduated in Business Administration

Engineer'S Degree, Electrical And Electronics Engineering